Customer Service Manager

Job description / Role

Job Purpose:

Customer Service Manager is the major contributor in providing an excellent service experience to CAFU’s customers. This role is an integral part of a team passionate about providing a world class customer experience, where individuals collaborate to ensure that only the best service level is accepted as norm.

Key Responsibilities:

- Building & managing an efficient Customer Experience Team (In-bound and Out-bound/Tele-Sales operations).
- Design end-to-end processes on each customer interaction to ensure standard processes are implemented across the team.
- Design Training Manual on end-to-end processes and CRM tools.
- Coach team on use of App & latest changes to ensure accurate information is conveyed to customers.
- Design Quality Monitoring Elements on multiple channels; coach and motivate team to adhere to the same to ensure consistent high-quality service is provided to customers.
- Manage day-to-day operations (In-bound and Out-bound/Tele-Sales teams) ensuring staff capacity is sufficient to meet demand, including off-site BD and Marketing events.
- Support team during high interaction volume windows by answering customers’ interactions across multiple channels.
- Design and implement Performance Matrix by coaching and monitoring team’s performance to build a culture of accountability and transparency.
- Analyze customers’ complaints/disputes and apply for remedial action / compensation (immediate).
- Analyze customer experience trends and provide insight to business and improvements, recommending process improvement to build efficiency and cost savings.
- Collaborate with Finance to charge customers for fulfilled orders.
- Coaching team and monitoring resolution of Disputes, Refunds and Charge requests; and, ensure Zendesk Tickets are resolved within a reasonable realistic time/SLA.
- Collaborate with Product Development team sharing ‘Voice of the Customer’ and recommending improvements. Coaching team and monitoring resolution of Disputes, Refunds and Charge requests; and, ensure Zendesk Tickets are resolved within a reasonable realistic time/SLA.
- Collaborate with Operations team sharing ‘Voice of the Customer’ and recommending improvements. Coaching team and monitoring resolution of Disputes, Refunds and Charge requests; and, ensure Zendesk Tickets are resolved within a reasonable realistic time/SLA.
- Collaborate with local IT to ensure team is equipped with right ERP Tools to perform duty; readiness for implementation of Zendesk Talk and 800 number.
- Lead ERP management to customize Zendesk Ticket Logging system to fit requirements - Interaction logging, KPIs and SLA.
- Design Reports to meet requirements
- Support and Chat and liaise with Zendesk Off-Shore Support Team to identify best approach to implement changes without impacting Live environment., as well as coordinate with global desk to resolve performance & reporting issues. Responsible for managing Users Profiles and arranging licenses.
- Act as support to the Social Media Manager to track & respond to Google Play and Apple Store Customer Reviews.
- Collaborate with Marketing on events & campaigns, and, arrange prize and track usage and communication.
- Activate marketing/promo campaigns across multiple channels - Emails, WhatsApp, SMS and Push Notifications.
- Responsible for arranging promo codes and ensure their validity. Liaise with vendors to negotiate rates and timelines, test campaigns and track performance

Requirements

Skills & Competencies required: (What you will need)

- 10+ years of work experience in a large contact center / call center with 5+ years in a managerial role.
- Must have led a team of 25+ agents / associates (internal / remote)
- Knowledge of mobile applications and their functionalities from a user and support perspective
- Ability to learn and work in a fast-paced environment
- Experience in Zendesk application
- Knowledge of the English language, Arabic would be a plus
- Customer friendly and positive attitude
- Excellent Communication and interpersonal skills
- Good team management skills

About the Company

We are a group of forward thinking people who look for life changing innovative ideas, solving real life issues and always trying to find solutions geared towards improving people’s lives for the better.

We are all about building tech startups with strong growth potential in the Middle East and beyond, priding ourselves in understanding and identifying the challenges of tomorrow. We focus on understanding consumer behavior throughout the tech life cycle with a clear aim at providing disruptive technologies working towards creating real value.